Complaints

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• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7-2022 we purchased a Long arm sewing machine from Ginas Bernina in Knoxville for $19971.41. The machine had to be ordered from the company headquarters. We were told that it would take approximately 3 weeks for the shipping and then would set up a appointment to come to our residence to set it up. Within 72 hours we decided against the large purchase and called the store and spoke to the person in charge and asked that the order for the machine be cancelled. We were told by that person that it would be okay and that our request could be done.
  On the following Tuesday 7-12-2022 a person named ******* called stating that she was the owner of the store and that she could refund the money but would have to charge a restocking fee of 5% of the machine cost as she was told by the Bernina company. But after several phone calls and emails ******* said the total cost for the restocking fee would be $953 . When questions why the change in the restocking fee she said that it was due to company policy. When a machine is ordered Bernina assigns a serial number to the machine with the customers name. Also NO where in the dealers store does it have they charge a restocking fee or nowhere on the dealers website does it say they charge a restocking fee. There Would have been No charge even by there standards if the order would have been cancelled when we asked. Also the dealer never provided proof from the Company they they were charged a restocking fee
  Since that time I have contacted Bernina headquarters in Chicago and they stated that they knew of NO restocking fee and that only when the customer send in the serial number to be registered is it assign to that customer. Also We have called several Bernina dealers in the state of Tennessee and also outside the state and none know of a restocking fee.
  We have been told several stories by the dealer and the changing restocking fees . All we ask is for the dealer refund our $953

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 14, 2022/09/17) */
  On July 7, 2022 **** ****** and her husband came to our shop and purchased a Long Arm Quilting Machine. These machines are special ordered to the customers specifications. On July 8th I took the check that was used to pay for the machine with to the bank and the bank said that it was good so I ordered the machine. On July 14th I got a phone call from my salesperson who had sold the ******'s their machine and he said that Mr ****** called and was upset because the credit card company was charging him $1000 to use the convenience check that he paid for the machine with and that he wanted me to get the check back from the bank and that he would bring me a different payment method. I called the bank that day and was told by the bank that getting the check back was not possible. My salesperson communicated the check was not possible to retrieve from the bank to the ******'s. The machine was shipped on the 11th. Once a product is shipped, there is no stopping it. Our policy is that all machines that are special orders must be paid up front. And All Sales Final which is posted on signs in our shop and also on our receipt. On July 15th I believe Mr ****** spoke with the salesperson again and said that he wanted to cancel the order. My salesperson knows that that the machine had been ordered and that once the machine ships there is nothing that we can do to stop it, that I am going to have to pay for it. I can not return it without paying a restocking fee myself. I realized that I do not want a customer to be unhappy. I also do not want to get stuck with a machine that I do not sell often. I offered to meet him in the middle and provide him with a $500 discount. He was not having any of it. I explained to him that once a machine is ordered, there is nothing that I can do to stop it, that I am going to be stuck with the product that cost me a lot more then the fee that I charged him. I did not want him to be unhappy and also explained to him that even though our policy is that "All Sales are Final" that I would consume the machine and hope that another customer comes along that would like the same exact configuration but that I would have to charge him a fee. I charged him what we had agreed upon and gave him the refund on July 19th. I have not been unreasonable but I out money on a special order. I tried to come to a agreement with Mr ****** but I did the best that I can do.